Category: Incident Communication
Category: Incident Communication
How to promote a status page to your customers?
You set up a status page. Your colleagues have already subscribed to it and are getting all the required notifications. Now internally everybody is aware of the status page service. But now there is the next challenge - make people outside of the company aware of it and use it.
You set up a status page. Your colleagues have already subscribed to it and are getting all the required notifications. Now internally everybody is aware of the status page service. But now there is the next challenge - make people outside of the company aware of it and use it. That’s the difference between status pages and monitoring tools. The opportunity to use it inside and outside the company.
Here are five great ways to promote your status page:
1. Embedded solution
It is a natural behaviour to write to support while experiencing problems. Thus, display your system status in as many relevant locations as possible. Give people all the necessary information about the outage even before they will ask for it. Place the widget with recent information on your support page or in the website footer. This should reduce tickets connected with the status of your systems.
StatusHub provides 2 types of widgets to embed status monitoring in your app or website. A longer one with more information can be placed within a page such as in a sidebar of a contact form. The minimal version is perfect for the footer. The simple traffic light design will communicate issues and downtime to users at a glance. Here is an example of our customer Domain Group, who has the longer widget on the support page and has a link to their status page in the footer:
2. Welcome Email
Include a line about your status page in the welcome email for your new customers. Along with other tips about your product suggest visiting your status page in case they ever experience problems with your service. Also, send an email announcement to your current customers. Include a call-to-action to subscribe to receive notifications about services of their choice.
3. Subscribe your customers
If you want your customers to get notifications about some of your services, you can import the CSV file with a list of emails and add them to the subscription list.
We can take an example from the educational sphere. At the start of the new year, a bunch of new students are enrolled. You can add them as subscribers to your status page via the control panel or using the API.
4. Social media
A lot of companies use Twitter to announce their downtime. Some of them create a separate account just for disruption updates. Others mix technical tweets with their marketing news. If your case is the first one - you can broadcast the status of the system to your twitter account right from your status page. StatusHub allows twitter integration.
While it is a good idea to share your service status via social media, it can get lost in the number of notifications and entertainment content. Spread the awareness of the status service for your company through your twitter account. Retweet a blog post about your new status page. Share the post on Facebook on how customers can customize the subscription to their needs. Write about a variety of notification methods. Be transparent about why you are doing this update and how end-users may benefit from it.
5. Support calls and emails
Every day your support team answers tickets or calls. Usually, there is a website link in the bottom of the email right next to the person role and a company name. Include the link to your status page there as well as part of the template. You can also include a line about it in the auto reply email. This is how Site 24x7 integrates this into their autoreply: ”If you are facing any service disruption, please visit our status page for the incident updates".
Get your support team knowledgeable about a status page. So if someone is calling because of a service disruption, they can recommend the customers subscribe for future cases. This ideally will help reduce the number of future calls or tickets about service interruptions, maintenance windows or outages.
To sum everything up
Use these tips to educate your customers about your status page:
Embedded solution - display your system status on your support page, website footer or app;
Welcome email - introduce a status page to your customers and include subscribe CTA to the welcome email;
Obligatory subscription - subscribe your customers to the obligatory notifications using CSV import;
Social media - broadcast the service status and share the news about your new status page;
Support calls and emails - integrate the link to the status page to your support emails. Make sure the support team mentions your status page when answering tickets about downtime.
Be proactive. Think where your customers go when they face an issue and meet them there with an answer before they ask you a question.
If you have any questions or feedback about this post please contact us.